Caremark Brent

What inspectors found

From the Care Quality Commission's assessment published 12 December 2024 (assessment visit 21 October 2024). Quoted under the Open Government Licence.

1. Safe

   GGood Good

   Systems were in place to investigate accidents, incidents, complaints, and safeguarding incidents. There was a system in place to manage medicines. Systems were in place to recruit staff. There were enough staff to meet people’s needs. An electronic system was in place to monitor staff timekeeping and punctuality. The majority of risks to people were identified and managed. Staff had completed training and received ongoing support. Systems were in place to help prevent and control infections. Management communicated and worked with other agencies to help keep people safe.

2. Effective

   GGood Good

   People's needs were assessed and planned for in a person-centred way. People were supported to stay healthy and access healthcare services when needed. Staff worked closely with families. Staff worked with external professionals to help provide care and support which reflected best practice. The service was working within the principles of the MCA. Staff spoke positively about working at the service. Staff said they were well supported by their colleagues and management and there was a positive working environment.

3. Caring

   GGood Good

   People were supported by staff who were patient, caring and attentive. People were treated with kindness and respect. Staff had established caring and positive relationships with people they supported and their relatives. Staff delivered person centred care that met people’s individual needs. Staff were aware of people's individual routines and preferences and respected and honoured this.

4. Responsive

   GGood Good

   People received personalised care and support that met their individual needs. Staff were responsive to people’s needs and wishes. Information was accessible and people's views were listened to and acted on. Records were updated to help ensure they reflected people’s changing needs. People’s equality and diversity needs were respected and met.

5. Well-led

   GGood Good

   Governance systems were in place to help monitor aspects of the service so that the quality of care provided could be assessed and monitored. Quality assurance systems and processes included audits looking at aspects of the running of the service.

   Management had oversight of the agency and promoted regular communication and openness. Staff spoke positively about management and felt able to speak up. Management sought feedback from people and relatives. They worked in partnership with others to assess, monitor and improve the quality of the service. Management were open and transparent throughout the assessment process and responded to any requests positively.